Empowering Partner merchants to manage their sellers seamlessly
through a net-new servicing portal experience.
Context
Partners represent a large user segment, who make up 75% of
PayPal's checkout merchants. Partner merchants view PayPal as a
partner for growth. Therefore, it is crucial to prioritize
comprehensive support for Partners.
PayPal did not offer a dedicated servicing portal that
met their needs. Instead, Partners would have to work with an
Account Manager to address their needs. This led to prolonged
task completion and lots of waiting.
PayPal faced jeopardizing its relationships with major Partners due
to the absence of a servicing portal that aligned with their needs
and expectations. Partners bring in millions of revenue, so PayPal needed to act fast.
Goal
Empower Partners with real-time insights into seller information
through a dedicated self-service portal, enabling them to understand
seller activity and resolve issues seamlessly.
Designing for transparency
Due to time constraints, we took a phased approach to deliver fast and iterate faster. Phase 1 was focused on providing Partners with
transparency and visibility into seller data, fast. Rather than delivering all the bells and whistles, we planned
to deliver fast in order to iterate fast.
Provide detailed insights on all sellers' status and issues
ENABLE PARTNERS TO UNDERSTAND SELLER DATA AT A HIGH-LEVEL
Data-driven iteration
Since Phase 1 was limited in scope due to time constraints, I wanted to uncover
opportunities to understand the best way to iterate. I partnered with research to
gain insights on friction points through a PURE evaluation.
From the PURE eval, we identified key solutions based on the feedback of 17 flows.
The findings from this evaluation really helped drive the enhancements for Phase 2.
Focus on actionability
Enable prioritization
Reduce cognitive load
Designing for actionability
After getting direct feedback and data insights, Phase 2 was focused on enabling Partners to
prioritize and take action through the portal.
Provide detailed info on sellers
Enable Partners to upload documents
Highlight upcoming challenges
When working with lots of data points, it's important to help users
navigate and parse through all of the information. I worked on a general
framework for information hierarchy based on what Partners would prioritize seeing first.
Zone 1 - High level information
Zone 2 - Actionable information
Zone 3 - Preventive information
Zone 4 - Denser information
A major task that Partners need to complete is upload missing documents for sellers to unblock
capabilities. Therefore, I worked on a document uploader flow for Partners to do this and take direct action.
This reduced the burden for support teams, since it was now completely self-serve!
Impact of the portal
We were able to successfully maintain the relationship with major
Partners!
7
merchants onboarded and actively using the portal
50%
reduction in onboarding time and time to revenue
95%
reduction in data freshness
$ millions
protected in revenue for PayPal!
Final solution
Although the core flows I focused on were for providing visibility into real-time seller data
and taking action through the doc uploader, there were several other use cases that the portal encompassed.
Lessons learned
Some lessons learned along the way...
Not all Partners are the same
Actionability is priority
Constraints → adaptability
In an ideal world...
I would engage more with Partners to gain a deeper understanding of
their individual needs and gather insights into the competitive
landscape.
